HYPERION SAV

[Gort'h]

Je te le souhaite aussi Mouss.
On ne peut pas dire que ta bonne fois soit en cause vis à vis d'eux vu le test réalisé.

[SFman]

Salut Hakem,

Désolé !
Bonne chance !

[Paull]

A mon avis, Francis, ils nous lisent...

[SFman]

Et ton avis est peut-etre bon !

Parfois, je réfléchis après et non avant !

Francis

[HAKEM]

Réponse de HYPERION:
Hello Hakem,
We are sorry to hear your results. It is not easy to believe and accept that all 4 midranges were faulty at the same times as you claimed.

Thanks for your cooperation to carry out all the tests we suggested. Based on your input, we suspected that all 4 midranges are not faulty, they are possible that:

The midrange drivers in the 968 is fed an inverted polarity signal input, so it reveals that polarity inversion very obviously in its acoustic output. we were able to develop a simple workaround for you, which makes the 968 sound very good through its midranges. Why does the 968 invert the phase polarity of its midrange driver? It is possible that for "the 968's new crossover design achieves extreme phase accuracy" by the design engineer.

Some more tests for you:

1. The 968 has 3 separate input terminals for its 3 driver ranges, wiring the amplifier outputs directly to the bass modules, you should connect your cables correctly to the woofer cabinet terminals (red to red, black to black), Then, it's easy for you to simply invert the polarity (red to black, black to red) of the wire jumper you use to feed the midrange driver input. Now, the midrange driver's output is substantially in the correct phase polarity, over most of its range, and over the most audibly important portion of its range. And of course the sound of the 968's midrange is totally transformed.

2. You can also verify this with a Phonics Real time analyser, it has a phase test function.

3. Try reversing the midrange, woofer and tweeter connections one at a time without the short jumpers or cables to woofer and tweeter.

Let us know the acoustic output of all the 968's drivers with the tests above.

It is also recommended to use Monster Clean Power or something similar for improving sonic performance, picture resolution or noise filtration.

[HAKEM]

Ce à quoi je réponds:
Hello Mr Derek
I understand that it is not easy to believe and accept that all 4 midranges are faulty but actually it is the truth.
Why woul'd we lie in this story a along these past 6 month ?

What might we do to convince you that we are not lying or misunderstanding what's going on ?
We were several people with good knowlege on high fidelity system and electronics and all those people have listen what we desbribe.

The phase of the midrange is not relevant in the problem we have encountered.

As we alrerady said we have tested the 4 midranges ALONE one by one an OUT OF THE BOX . How could the phase on one speaker alone wired to an amplifier could act to give mechanical noise and distorsion ?
Of course we made the tests at moderate level to avoid excessive excursion of the cone !

The problem apear when the cone of the speaker is moving as it is fed with low frequency (< 150Hz). As the 968 as no filter on the low end bass it seem normal to give them for test frequencies as low as 80 Hz or less.
It's a normal situation we coul'd in any musical signal

I have already spent 500$ to get new speakers witch are faulty.

Mr Hakem is still waiting for a proposition in solving is problem

Perhaps my English is so bad that you can't understand what we are triyng to explain ?
So one more time :
Is it possible to talk by phone it could be easier to understand the situation ?

I am looking forward to your response
Wtih my best regards

[HAKEM]

On pinaille au possible chez Hyperion, on me parle d’améliorer le rendu sonore là où je parle de défaut de HP médium, de bruit mécanique.
Mouss

[dub]

ça sent la mauvaise foi....

[capaje]

Bonjour,
Peut être pas de la mauvaise foi mais il est clair qu'ils ne lâcheront rien avant d'avoir exploré ttes les pistes de contournement : tactique commerciale en espérant que l'autre partie lâchera le morceau.
Il faut continuer dans la même voie même si c'est désespérant
Cordialement
Denis

[HAKEM]

Une réponse pure jus de HYPERFION

Hello Mr. Hakem,
We believed that you have misunderstood the email, we wanted to know that if the crossover (filter) is inversed phase polarity NOT within the 968 midrange. This will help us to determine if the mechanical noise or distortion that you claimed are originated from the crossover (filter), or something else if you really have done everything correctly. Again, be informed that you are the only customer encountered all 4 midranges faulty at one time. We never said that you lied, we want to eliminate all doubts and unnecessary cost of re-shipping in order to save both our times and resources.

Secondly, we would like to clarify that the $500 you spent on the 2 new midranges and 1 woofer is only for the shipping and handling cost, Our true cost for these 3 components are valued more than $2000. What we've done for Mr Hakem were solely for the purpose of our customer service, we did not make a single dollar out of the $500. In other words, we subsidized >$1500. Please stop whining about it. Thank you! Again, Be remind that Mr. Hakem had agreed to the one-time resolution and hence he did not send back the so-called "faulty" parts for us to verify.

Please perform all necessary tests we suggested in order to proceed further. Unless you can provide certification from your local Audio Laboratory stating that these components we manufactured are defective, we could not do anything beyond as these components cost are very high.

Talking over the phone doesn't help much because of the language barrier and international signal transmission, a lot of reiteration and "voice rising" over the phone. We could read email a few times to better understand each others. After all I might be out of the office most of the times.

For better understandings and refreshing memories, please read all our previous correspondence again to you and Mr David, including but not limited to those from Albert, Zoya or Michael. We indeed have gone above and beyond the after-sales and customer service.


Kind Regards,

Derek
Customer Service
Hyperion Sound Design

[bernardi]

Mouss je t'ai laissé un mail sur ta boite free !
en fait ils nous la font bien à l'envers

strategie tres intelligente a mon sens
, en fait les 2 mails precedents que tu as eu avec Hyperion c'etait du vent , rien d'autre, juste le preambule et l'edifice à la production de ce dernier mail , de façon à ce que si tout debarque sur les differents forums us, canadien et europeen, ils se dedouanent en ayant proposé des tests ultimes par un technicos low cost synonyme d'action et d'interet de leur part ( forme de compasion participative pré guillotinaire!) et celà n'engage que moi un mail dont le seul interet reside dans un substitut de Vaseline !

je leur repondrais en mon titre et en me detachant de ton point de vue et tes propos Mouss mais juste en leur rappelant , la genese du topic les 7 paires commandées , l'eloge de la marque et au final leur positionnement mercantile allié à cette mascarade qui a duré 6 mois en tout cas à ce jour on sait où peut mener le SAV pour une paire de 968 !

car meme si la marque peut se targuer de la fiabilité sans faille des 938 avec 0 retour ou problemes mentionnés ou reportés , le probleme que tu as sur tes 968 est une realité bien derangeante et vient ecorner serieusement la marque

trop deg pour Toi Mouss pffffffffffffff

[dub]

c'est vraiment archi nul!

[grand x]

Bonjour
Le SAV a l'air de traiter les listes de défauts par dessus la jambe.
Ne serait-il pas pertinent de publier ici, et de leur transmettre les mesures et courbes montrant les défauts? est-ce possible ?
Ca, c'est des arguments qui parlent aux internautes de tous pays, dont la publication objective peut relater efficacement et véridiquement les vrais problèmes qu'ils essayent de noyer dans la plus parfaite morgue.

De plus, leurs arguments sur le prix du transport (présenté comme une faveur) est vraiment limite. Faire payer du transport pour remplacer des pièces défectueuses et le présenter comme un geste de leur part, c'est un peu gros.
Il me semble qu'il faut leur mettre le nez dans les vrais problèmes de leurs HP, et le faire savoir.
Montrer des éléments objectifs (mesures et courbes), ayant valeur d'expertise, devrait les inciter à changer de ton, il me semble.
Si les équipements HP ont des mesures qui les rendent impropres à leur destination, ce n'est pas à l'utilisateur de payer les transports, ni à poursuivre des tests proposés par eux alors que jusqu'à présent ils nient les tests et évaluations déjà réalisés.

[HAKEM]

Je vais voir ce qu'il est possible de faire avec une prise de mesure.
Mouss

[Gort'h]

Je croise les doigts pour que ce soit possible et que cela leur montre la réalité du problème noir sur blanc.